Powering customer service with Intelligent Automation
Service businesses use intelligent automation to answer faster, cover staff shortages and make fewer errors. Digital Workforce has done this work for a wide range of service companies since 2015.
Customer service automation now reaches the work behind the answer
A customer service request passes through multiple teams. People in the front line take the contact, and the back-office teams does the work. Most automation stopped between the two. Digital Workforce with boost.ai now runs both as one service. AI agents and Voice AI agents answer the customer at any hour, in their own language, and our intelligent automation finishes the request in your systems.
Your customer gets a straight answer in their own words
AI agents in chat and voice AI agents on the phone read what the customer means, not keywords. Spelling, dialect and Finnish compound words do not break them. What you build for chat also works on the phone.
The request finishes in your systems while the customer waits
The service checks who is asking, then opens the system that holds the answer. It makes the change and confirms it in the conversation. Where a system has no API, our intelligent automation works the system the way your people do. Document processing reads the forms and attachments that arrive with the request. A service request or callback is raised only when the work cannot finish in real time.
You buy the finished request, not the technology
One agreement, one SLA and one named service manager cover the conversation, the integration and the back-office work. What did not finish becomes a topic in continuous improvement. That is service as software.
If your chatbot answers but don't finish the work, your customers have already noticed.
Case study
Empowering agile customer service with RPA - Case Toyota Material Handling
Toyota Material Handling Norway AS (TMHNO), a leading supplier of material handling equipment, uses Robotic Process Automation to improve customer experience and build competitive edge.
Heatmap for Customer Service processes
Automation potential
High
Automation potential
Medium
| Channel specific communication | Back Office (2nd line) | Other | Phone | Routine request fulfilment | Invoicing queries |
|---|---|---|
| Chat | Problem solving | Claim handling |
| Routing to 3rd level teams | Product/Service specific process | |
| Portal | ||
| Apps |
Process examples
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